"Is it COVID or a Cold?": An Investigation of the Role of Social Presence, Trust, and Persuasiveness for Users' Intention to Comply With COVID-19 Chatbots

Alfred Benedikt Brendel; Maike Greve; Johannes Riquel; Martin Böhme; R. Stefan Greulich

"Is it COVID or a Cold?": An Investigation of the Role of Social Presence, Trust, and Persuasiveness for Users' Intention to Comply With COVID-19 Chatbots

Alfred Benedikt Brendel, Maike Greve, Johannes Riquel, Martin Böhme, R. Stefan Greulich

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

Abstract

The COVID-19 pandemic challenged the existing healthcare system by demanding potential patients to self-diagnose and self-test a potential virus contraction. In this process, some individuals need help and guidance. However, the previous modus-operandi to go to a physician is no longer viable because of the limited capacity and danger of spreading the virus. Hence, digital means had to be developed to help and inform individuals at home, such as conversational agents (CA). The human-like design and perceived social presence of such a CA are central to attaining users’ compliance. Against this background, we surveyed 174 users of a commercial COVID-19 chatbot to investigate the role of perceived social presence. Our results provide support that the perceived social presence of chatbots leads to higher levels of trust, which are a driver of compliance. In contrast, perceived persuasiveness seems to have no significant effect.

Original language	English
Title of host publication	Proceedings of the 30th European Conference on Information Systems (ECIS)
Number of pages	19
Place of Publication	Atlanta, GA
Publisher	Association for Information Systems. AIS Electronic Library (AISeL)
Publication date	2022
Article number	1431
Publication status	Published - 2022
Externally published	Yes
Event	The 30th European Conference on Information Systems (ECIS) 2022: New Horizons in Digitally United Societies - Universitatea de Vest din Timișoara (UVT) / West University of Timişoara (WUT), Timisoara, Romania Duration: 19 Jun 2022 → 24 Jun 2022 Conference number: 30 https://ecis2022.eu/

Conference

Conference	The 30th European Conference on Information Systems (ECIS) 2022
Number	30
Location	Universitatea de Vest din Timișoara (UVT) / West University of Timişoara (WUT)
Country/Territory	Romania
City	Timisoara
Period	19/06/2022 → 24/06/2022
Internet address	https://ecis2022.eu/

Series	Proceedings of the European Conference on Information Systems
ISSN	0000-0034

Keywords

Smart health
Covid-19
Conversational agent
Social presence
Compliance

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

https://aisel.aisnet.org/ecis2022_rp/80/Licence: Unspecified

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Persistent link

Cite this

Brendel, A. B., Greve, M., Riquel, J., Böhme, M., & Greulich, R. S. (2022). "Is it COVID or a Cold?": An Investigation of the Role of Social Presence, Trust, and Persuasiveness for Users' Intention to Comply With COVID-19 Chatbots. In Proceedings of the 30th European Conference on Information Systems (ECIS) Article 1431 Association for Information Systems. AIS Electronic Library (AISeL). https://aisel.aisnet.org/ecis2022_rp/80/

Brendel, Alfred Benedikt ; Greve, Maike ; Riquel, Johannes et al. / "Is it COVID or a Cold?" : An Investigation of the Role of Social Presence, Trust, and Persuasiveness for Users' Intention to Comply With COVID-19 Chatbots. Proceedings of the 30th European Conference on Information Systems (ECIS). Atlanta, GA : Association for Information Systems. AIS Electronic Library (AISeL), 2022. (Proceedings of the European Conference on Information Systems).

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abstract = "The COVID-19 pandemic challenged the existing healthcare system by demanding potential patients to self-diagnose and self-test a potential virus contraction. In this process, some individuals need help and guidance. However, the previous modus-operandi to go to a physician is no longer viable because of the limited capacity and danger of spreading the virus. Hence, digital means had to be developed to help and inform individuals at home, such as conversational agents (CA). The human-like design and perceived social presence of such a CA are central to attaining users{\textquoteright} compliance. Against this background, we surveyed 174 users of a commercial COVID-19 chatbot to investigate the role of perceived social presence. Our results provide support that the perceived social presence of chatbots leads to higher levels of trust, which are a driver of compliance. In contrast, perceived persuasiveness seems to have no significant effect.",

keywords = "Smart health, Covid-19, Conversational agent, Social presence, Compliance, Smart health, Covid-19, Conversational agent, Social presence, Compliance",

author = "Brendel, {Alfred Benedikt} and Maike Greve and Johannes Riquel and Martin B{\"o}hme and Greulich, {R. Stefan}",

year = "2022",

language = "English",

series = "Proceedings of the European Conference on Information Systems",

booktitle = "Proceedings of the 30th European Conference on Information Systems (ECIS)",

publisher = "Association for Information Systems. AIS Electronic Library (AISeL)",

note = "The 30th European Conference on Information Systems (ECIS) 2022 : New Horizons in Digitally United Societies, ECIS2022 ; Conference date: 19-06-2022 Through 24-06-2022",

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}

Brendel, AB, Greve, M, Riquel, J, Böhme, M & Greulich, RS 2022, "Is it COVID or a Cold?": An Investigation of the Role of Social Presence, Trust, and Persuasiveness for Users' Intention to Comply With COVID-19 Chatbots. in Proceedings of the 30th European Conference on Information Systems (ECIS)., 1431, Association for Information Systems. AIS Electronic Library (AISeL), Atlanta, GA, Proceedings of the European Conference on Information Systems, The 30th European Conference on Information Systems (ECIS) 2022, Timisoara, Romania, 19/06/2022. <https://aisel.aisnet.org/ecis2022_rp/80/>

"Is it COVID or a Cold?": An Investigation of the Role of Social Presence, Trust, and Persuasiveness for Users' Intention to Comply With COVID-19 Chatbots. / Brendel, Alfred Benedikt; Greve, Maike; Riquel, Johannes et al.
Proceedings of the 30th European Conference on Information Systems (ECIS). Atlanta, GA: Association for Information Systems. AIS Electronic Library (AISeL), 2022. 1431 (Proceedings of the European Conference on Information Systems).

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

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AU - Brendel, Alfred Benedikt

AU - Greve, Maike

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AU - Greulich, R. Stefan

N1 - Conference code: 30

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AB - The COVID-19 pandemic challenged the existing healthcare system by demanding potential patients to self-diagnose and self-test a potential virus contraction. In this process, some individuals need help and guidance. However, the previous modus-operandi to go to a physician is no longer viable because of the limited capacity and danger of spreading the virus. Hence, digital means had to be developed to help and inform individuals at home, such as conversational agents (CA). The human-like design and perceived social presence of such a CA are central to attaining users’ compliance. Against this background, we surveyed 174 users of a commercial COVID-19 chatbot to investigate the role of perceived social presence. Our results provide support that the perceived social presence of chatbots leads to higher levels of trust, which are a driver of compliance. In contrast, perceived persuasiveness seems to have no significant effect.

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KW - Covid-19

KW - Conversational agent

KW - Social presence

KW - Compliance

KW - Smart health

KW - Covid-19

KW - Conversational agent

KW - Social presence

KW - Compliance

M3 - Article in proceedings

T3 - Proceedings of the European Conference on Information Systems

BT - Proceedings of the 30th European Conference on Information Systems (ECIS)

PB - Association for Information Systems. AIS Electronic Library (AISeL)

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ER -

Brendel AB, Greve M, Riquel J, Böhme M, Greulich RS. "Is it COVID or a Cold?": An Investigation of the Role of Social Presence, Trust, and Persuasiveness for Users' Intention to Comply With COVID-19 Chatbots. In Proceedings of the 30th European Conference on Information Systems (ECIS). Atlanta, GA: Association for Information Systems. AIS Electronic Library (AISeL). 2022. 1431. (Proceedings of the European Conference on Information Systems).